Product Talk

DECEMBER 21, 2022

Hope Gurion: Another challenge that impacts teams when they have outcomes that are challenging to work on is when they’re just focusing on a sentiment metric like customer satisfaction or NPS—which is even worse, because it’s a lagging customer sentiment metric. Explore all the Product Talk Academy courses here.

Product Research 273

Product Research User Testing Customer Satisfaction Customer Experience 273

Product Management Unpacked

SEPTEMBER 17, 2021

Of capturing customer feedback. Of course,ownership of the processfor developing and improving products and services comes with its own set of rewards, as well as challenges. Ownership of the strategy. Of product development and improvement. Of aligning their teams. And of the process for achieving product success.

Product Management 204

Product Management Product Manager Product Research User Testing 204

Alchemer Mobile

DECEMBER 21, 2022

Of course, there are exceptions to every rule, but these generalizations are a great starting point to make informed decisions. Whether a customer completes a purchase, leaves a review, or mentions your company socially, there is always an emotional state connected to their action.

User Testing 263

User Testing Customer Feedback Feedback Software Product Research 263

Intercom, Inc.

MAY 6, 2020

Customer Satisfaction Score (CSAT) is by far the most popular customer service quality metric used across all industries and teams of all sizes. Letting your customers be the sole judges of what you do neglects your own values and expectations for your support team’s performance. How to balance CSAT with IQS.

Data Visualization 231

Data Visualization Customer Feedback Reporting Tools User Testing 231

Intercom, Inc.

MAY 26, 2022

FCR success looks different for every organization, but there’s no doubt that higher FCR equates to higher customer satisfaction overall. The industry standard ranks a good FCR rate between 70-75% meaning 25-30% of your communications with customers can be categorized as repeat calls. . What is a good FCR rate? .

Data Visualization 210

Data Visualization Customer Satisfaction Product Research Customer Experience 210

Intercom, Inc.

MARCH 16, 2021

But this approach not only overwhelms your team, it also means customers frequently have to wait hours or even days to get the help they need. This is costly not just for your team’s bandwidth and budget – but also for your customers’ satisfaction and overall perception of your brand. Onboard new customers.

Data Visualization 201

Data Visualization User Friction Onboarding KPIs Outbound 201

Intercom, Inc.

FEBRUARY 24, 2021

Use the “Show customer satisfaction” view to generate a color-coded summary of customer satisfaction rates by topic. This handy visualization can help you identify specific topics where support reps may need more assistance to meet customer expectations. No problem. Find the signal in the noise.

Data Visualization 243

Data Visualization Reporting Tools User Testing Customer Experience 243

Productside

OCTOBER 29, 2024

Anna dives deep into the importance of open communication between sales and product, actionable ways to streamline customer feedback, and why breaking down silos is essential for business growth. Tune in to discover how successful product management and sales collaboration can fuel business success.

Product Management 156

Product Management Product Manager Customer Satisfaction User Testing 156

Productside

JANUARY 29, 2025

When done right, it unlocks profitability, enhances customer satisfaction, and fosters long-term growth. The post AI, Pricing, and the Product Managers Role: Lessons from Promis Co-Founder appeared first on Productside | Product Management Courses & Training. Done wrong? Its a missed opportunity.

Customer Satisfaction 156

Customer Satisfaction Product Manager Product Management Management 156

Alchemer Mobile

SEPTEMBER 10, 2021

Investigating issues: If you notice abnormal customer behavior or a lot of bug reports, you can deploy a survey to understand exactly what’s going wrong in the customer journey. However, surveys can also help understand why customers are happy or make repeat purchases.

User Testing 236

User Testing Feedback Software Product Research Customer Feedback 236

Alchemer Mobile

DECEMBER 28, 2021

Of course, there are exceptions to every rule, but these generalizations are a great starting point to make informed decisions. Whether a customer completes a purchase, leaves a review, or mentions your company socially, there is always an emotional state connected to their action.

User Testing 246

User Testing Customer Experience Customer Feedback Feedback Software 246

Product Innovation Educators

DECEMBER 6, 2021

Copy and paste the parts that are great and fix the places where the customer experiences pain and is not in a positive emotional state. Of course, you may need to make more complex changes, but look for the low-hanging fruit to get started. Delight customers by saving them time and effort. Uber did a great job with this.

Customer Experience 257

Customer Experience User Testing User Friction Research Software 257

Intercom, Inc.

APRIL 7, 2020

On top of that, our Customer Education team is building the Miro Academy where people can find video courses and webinar recordings to help them learn how to use the product. Most of the tickets we get are questions from new users around basic usage. For B2C teams, customer satisfaction is taking a hit.

Customer Experience 217

Customer Experience Reporting Tools Research Software Data Visualization 217

The Product Coalition

JANUARY 25, 2024

The response should be clear, concise, and contextually relevant to the user’s request. It may include necessary information, confirmations, or additional details to ensure user satisfaction. With this service, reportedly you can include a chatbot on your website and assist customers in real time.

Artificial Inteligence 147

Artificial Inteligence Reporting Tools Feedback Software Research Software 147

Intercom, Inc.

FEBRUARY 3, 2022

He’s written New York Times best-selling books such as Talk Triggers and Hug Your Haters , hosted and spoken in hundreds of events, and founded Convince & Convert , a digital strategy consulting firm that helps businesses gain and keep more customers. It’s easier to test new customer acquisition strategies.

Customer Experience 223

Customer Experience User Testing Product Research Research Software 223

Intercom, Inc.

APRIL 6, 2022

A great experience is something that stays with a customer – and often results in them staying with your company. Customer experiences can have a domino effect across a business. Great experiences result in increased customer satisfaction, which often correlates to bottom-line results like reduced churn and increased retention.

Customer Experience 230

Customer Experience User Testing Customer Feedback Customer Communications 230

Product Innovation Educators

FEBRUARY 20, 2023

If we’re not aligned on the customer, of course we’re going to have disagreements about features and prioritization. The x-axis is how fully the products meets the need (from 0% to 100%), and the y-axis is how much customer satisfaction or dissatisfaction results. What is the salient attribute you missed?

User Testing 273

User Testing Product Management Product Manager Data Visualization 273

Intercom, Inc.

MAY 15, 2019

It shelves your conversation into a designated snoozed folder and reopens after a day, week, month or a custom date and time that suits best for a follow-up to ensure they are happy with the resolution. Of course, the conversation automatically reopens if the customer replies before then. Every conversation is different.

Customer Experience 199

Customer Experience Inbound Customer Satisfaction Product Research 199

Userpilot

JULY 9, 2023

TL;DR Product usability describes how easily customers can use a product to achieve their goals. User experience covers all customer interactions with the brand and focuses on aspects like customer satisfaction, enjoyment, and perception of the product value. Usability vs. User Experience (UX).

User Testing 98

User Testing Customer Experience Customer Feedback Product Research 98

UX Planet

SEPTEMBER 10, 2024

User satisfaction User satisfaction indicates how happy designers and developers are with the system’s ease of use, consistency, and effectiveness. Whether you’ve been working as a designer for years or are completely new to design, Designlab has programs and courses to help you take the next step in your design career.

Feedback Software 109

Feedback Software Analytic Tools Systems Review Data Visualization 109

The Product Coalition

AUGUST 28, 2023

The first step is of course Planning, so let’s get to work. Planning Before beginning with the planning — also called the feasibility stage, you should understand your product, target users’ needs, customers’ demands, and of course SDLC. Good product and customer satisfaction come through from a great analysis phase.

Feedback Software 147

Feedback Software Reporting Tools Software Developers Software Development 147

The Product Coalition

OCTOBER 30, 2023

What about the customer’s goals? Of course, customer goals are important, but your roadmap must also incorporate goals from the company. Here is an example: Objective: Increase customer satisfaction by 10%. Key Results: Reduce the number of customer complaints by 50%. You need both.

Roadmap 135

Roadmap Feedback Software Onboarding KPIs User Testing 135

Userpilot

SEPTEMBER 23, 2022

The Customer Happiness Index literally measures happiness at different stages of the customer journey. The Customer Happiness Index isn’t the same as customer satisfaction. The latter does the bare minimum to meet customer needs. CHI goes the extra mile to wow customers and keep them happy.

Feedback Software 97

Feedback Software Analytic Tools Customer Experience User Testing 97

Userpilot

APRIL 22, 2024

TL;DR End-user support refers to how you assist your customers as they perform tasks on your platform or whenever they experience issues. Offering end-user support is beneficial to your business because it helps enhance the customer’s experience, improve customer satisfaction , build product loyalty , and reduce churn.

Data Visualization 105

Data Visualization Analytic Tools Feedback Software Reporting Tools 105

Userpilot

MARCH 6, 2024

But what exactly is a product trend analysis, how do you conduct it, and how does it help predict future trends to improve customer satisfaction? TL;DR Product trend analysis involves examining historical and current data to uncover any shifts or patterns of user behavior within your product. Follow the S.M.A.R.T

Data Visualization 102

Data Visualization Analytic Tools Feedback Software Research Software 102

Intercom, Inc.

FEBRUARY 12, 2020

We understand that as our company scales and as the market evolves, our customers’ problems will shift too. That’s why long-term employees often came back at regular intervals to stay up-to-date with our customers’ evolving needs. These insights have directly fueled the creation and improvement of our Support Academy course.

Customer Feedback 193

Customer Feedback User Friction User Testing Customer Experience 193

The Product Coalition

AUGUST 31, 2022

Photo created with the help of canva I just completed a course at Product School, “Product Analytics Micro-Certification (PAC)™,” To commemorate this moment, I decided to write about product analytics in general. This is the first of several product management articles I will be writing until I successfully break into product management.

Analytic Tools 127

Analytic Tools Data Visualization Product Management Product Manager 127

Userpilot

JANUARY 22, 2020

Finally, we’ll discuss how you can use the data to improve your user satisfaction scores by a) streamlining your onboarding flow to guide users towards the desired behaviour pattern (basically, getting them to reach the ‘AHA moment’ that correlates with high NPS score) and b) – improving your product.

Analytic Tools 134

Analytic Tools Feedback Software Research Software Data Visualization 134

Product Innovation Educators

DECEMBER 16, 2024

Methodology Differences Traditional Waterfall Approach Relied heavily on User Acceptance Testing (UAT) Testing conducted after complete development Single verification phase at project end Higher risk of late-stage discoveries Modern Agile Approach Eliminates traditional UAT Implements continuous validation through sprint demos Customer feedback gathered (..)

Research Software 266

Research Software Feedback Software User Testing Product Research 266

Intercom, Inc.

JANUARY 18, 2019

It shelves your conversation into a designated snoozed folder and reopens after a day, week, month or a custom date and time that suits best for a follow-up to ensure they are happy with the resolution. Of course, the conversation automatically reopens if the customer replies before then. Context is key.

Customer Experience 151

Customer Experience Inbound Customer Satisfaction Product Research 151

Userpilot

JANUARY 3, 2023

A decline in customer engagement is almost always a cause for alarm, even if it was just one customer account that stopped engaging. Collect user feedback at every stage of the customer lifecycle. Proactively monitor customer satisfaction. Identify patterns in customer behavior. CSAT survey example.

Feedback Software 98

Feedback Software Analytic Tools Research Software Data Visualization 98

Userpilot

JUNE 4, 2024

TL;DR Customer behavior analysis involves studying how users interact with a product to understand their needs, motivations, and pain points. Analyzing customer behavior helps make data-driven decisions, identify friction points in the user journey, and increase customer satisfaction and retention.

Data Visualization 105

Data Visualization Customer Feedback User Testing Customer Experience 105

Intercom, Inc.

MAY 30, 2019

When we ship, we of course have done our diligence with research and design, but we’re also keenly aware that there’s so much we don’t know. There’s a real benefit or value in that longitudinal ownership of having somebody experience it from idea through to execution, through to feedback and course correction.

User Testing 194

User Testing Feedback Software Customer Feedback Data Visualization 194

Intercom, Inc.

MAY 25, 2021

The fall of in-person support makes sense, of course; 2020 saw the fall of in-person everything. As a result, we’ve seen a significant uptick in the need for digital communication channels, with 55% of respondents reporting an increased customer preference for interacting over digital channels.

User Testing 260

User Testing Customer Experience Customer Feedback Product Research 260

Product Innovation Educators

JANUARY 6, 2025

While Kim didn’t directly own a P&L, her compensation structure became tied to business outcomes such as profitability, product growth, and customer satisfaction metrics. Kimberly has also led sales, partner programs, managed services and customer success over the course of her career.

Reporting Tools 266

Reporting Tools Customer Communications Analytic Tools Leadership 266

Userpilot

JANUARY 27, 2023

Its purpose is to gain a more detailed understanding of user needs , define the problem to solve, and guide product ideation. It assesses customer satisfaction by looking at how well the solution addresses their problems and its usability. ’ of user satisfaction or its lack. A modal will do the job nicely.

User Testing 98

User Testing Product Research Research Software Feedback Software 98

The Product Coalition

JULY 29, 2022

ML is a vast theme and given it has a well-entailed technological aspect and of course, a wide spectrum of industrial benefits, we will cover the topics that are required to have a good grasp of it including its many advantages. So let’s begin with the most obvious question.

Artificial Inteligence 194

Artificial Inteligence Data Visualization Reporting Tools Customer Experience 194